Remote Tech Support Team Captain

WHAT YOU’LL LIKE ABOUT US

• Great company culture! Our diverse backgrounds, commitment, and passion are the things that make us great.
• We geek out on new ideas, proposals, and anything that will positively impact our clients and of course, you!
• We’ve got training sessions in store to help you level up your skill set.
• With you on Boldr’s side, we’ll tackle social responsibility initiatives together.
• We have rest and relaxation benefits.
• We also cap off every week with a bit (a lot) of competitive board games.

WHAT IS YOUR ROLE

We’re on a mission to keep children safer online - both at home and at school. We use cutting-edge machine-learning technology to detect issues like cyberbullying, sexting, signs of depression, suicidal thoughts, and more. We also offer internet filtering and limits.

As our Tech Support Team Captain, you’ll engage with our potential customers, help new customers get the most out of Bark, and gather feedback from customers who choose to discontinue using Bark. You will be responsible for the success and retention of customers, while responding to and resolving escalated technical, product, or account issues. This is an incredibly important role that makes a direct impact on the company’s success.

WHY DO WE WANT YOU

We are currently looking for impact-driven individuals who are passionate about helping Boldr grow and achieve our Purpose. We expect our Team to become our ultimate partners to success by always giving their 110% in everything, sharing their talents and quirks, and championing our core values: Curious, Dynamic, and Authentic.

WHAT WILL YOU DO

• Act as the company gatekeeper using computer technology to handle email inquiries, and phone calls.

• Have scheduled availability for Tier III (escalated) calls, tickets, and chats.

• Participate in resource development to benefit the team at large in specified areas of expertise

• Respond to inbound customer service questions about product functionality, pricing, billing, and generally advise on company information.

• Provide suggestions for improvement or new features based on customer feedback and work with our engineering team to implement them.

• Provide thought leadership on your assigned shift for all Tier I and Tier II agents as it relates to troubleshooting and problem resolution

• Provide shift oversight when managers are unavailable to ensure efficient handling of all incoming customer communications Demonstrate proficiency in technical troubleshooting best practices and ability to document and escalate issues to the product team

• 2+ years of related experience is required for applicants with a Bachelor’s degree.

• Previous experience working as a Team Leader

• Excellent written and verbal communication skills via email, telephone, in-person, chat

• Learn quickly and exhibit tech savviness.

• Ability to work under pressure, organize, and prioritize responsibilities.

• Experience speaking about technology with non-tech-savvy customers.

• Knowledge of Google Suite, and Zendesk (or other ticketing system).

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• Private Health Insurance
• Paid Time Off
• Work From Home
• Training & Development
• Mental Health Program
• Philhealth Coverage